Senior Service Now Business Analyst

Title: Senior Service Now Business Analyst Duration: Contract Location: Philadelphia, PA (Onsite from Day 1) Roles and Responsibilities: Collaborate with stakeholders to understand incident and problem management needs. Document functional requirements, user stories, and acceptance criteria. Analyze existing processes and recommend improvements aligned with ITIL best practices. Solution Design Support Work with ServiceNow developers to translate business requirements into technical specifications. Validate workflows for incident resolution, escalation, and problem root cause analysis. Process Optimization Identify gaps in current incident/problem management processes and propose enhancements. Ensure linkage between incidents, problems, and Known Error Database (KEDB). Testing & Validation Support UAT (User Acceptance Testing) and validate configurations against requirements. Ensure quality and compliance with organizational standards. Stakeholder Communication Act as a liaison between business teams and technical teams. Provide regular updates on progress, risks, and dependencies. Required Skills & Experience 6-10 years in ITSM/ITIL processes, with 4+ years as a BA on ServiceNow projects. Hands-on exposure to Incident and Problem Management workflows. Technical Knowledge: Familiarity with ServiceNow ITSM modules and capabilities. Understanding of CMDB and integration points with Incident/Problem Management. Process Knowledge: Strong grasp of ITIL framework for Incident and Problem Management. Preferred Qualifications ServiceNow certifications: CSA (Certified System Administrator) or ITSM fundamentals. ITIL Foundation certification. Experience in Agile methodology and tools (JIRA, Azure DevOps). Excellent communication, documentation, and stakeholder management skills Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.

Created: 2026-03-10